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Dear Patient,

Please tell us about your experiences at our practice by answering this brief survey. We want to know what we do well and where we could improve. As ever, please limit your suggestions for improvement to issues within the practice's control rather than those that would rely on different parts of the wider NHS changing.

The survey will run throughout January and members of the Patient Participation Group (PPG) will approach a cross section of patients to obtain their feedback. We will then analyse the results and create an action plan for the year ahead. Thank you very much for your time and your feedback.

Denise Simpson-Banks, Practice Business Manager.

Please answer all of the questions and click 'Send Survey' when you have finished.



SECTION 1: Access to appointments and services

1 When you telephone the practice, how easy is it to get through to the practice on the phone?

  27%
  48%
  17%
  1%
  0%
  3%
  4%

2 Do you feel that you are treated with respect and dignity when you attend the practice?

  83%
  14%
  0%
  0%
  3%

3 When can you normally see one of our GPs (whether your usual doctor or another GP offered to you) for a non-urgent problem?

  10%
  23%
  37%
  21%
  3%
  6%

4 When can you normally see a nurse for a non-urgent problem?

  8%
  20%
  23%
  26%
  3%
  20%

5 If you tell us that you require same-day medical attention, are you offered either a face-to-face consultation or, if none is available, a telephone consultation with a clinician on the day of your request?

  41%
  34%
  5%
  1%
  14%
  5%

6 How do you normally book your appointments with the practice? Please tick all boxes that apply

  18%
  59%
  20%
  0%
  3%

7 Which of the following methods would you prefer to use to book appointments at the practice? Please tick all boxes that apply

  19%
  45%
  33%
  0%
  3%

SECTION 2: How we communicate with you

8 How would you like to receive your information from us?

  46%
  33%
  0%
  0%
  7%
  10%
  4%

9 Do receptionists greet you when you arrive at front desk?

  46%
  26%
  17%
  2%
  2%
  7%

10 Is the practice team (administrative and clinical) friendly and polite in how they communicate with you?

  71%
  18%
  2%
  1%
  2%
  6%

11 Do receptionists tell you if a particular GP has been delayed by emergencies/other work and is therefore behind schedule?

  29%
  25%
  15%
  10%
  17%
  4%

12 Do GPs and nurses greet you and introduce themselves at the start of their consultations?

  64%
  22%
  6%
  1%
  2%
  5%

13 Do GPs and nurses that you see explain tests/treatments in a way that you can understand?

  64%
  28%
  4%
  0%
  0%
  4%

14 Do GPs and nurses that you see listen to you effectively?

  65%
  28%
  4%
  0%
  0%
  3%

15 Overall, does the whole practice team (administrative and clinical) make you feel that you are treated with care and concern?

  64%
  30%
  3%
  0%
  0%
  3%

SECTION 3: Technology based services

16 Are you aware that the practice offers on-line access for booking and cancelling appointments, ordering repeat medication and accessing your test results?

  68%
  12%
  16%
  4%

17 Is this something you would like more information on?

  25%
  66%
  9%

18 The practice now utilises electronic prescribing enabling us to send your repeat prescriptions to the pharmacy of your choice, is this something you are

  81%
  12%
  7%

  34%
  17%
  49%

SECTION 4: PPG led learning sessions

19 Our PPG regularly throughout the year organises learning sessions for our patient group, to assist them in their organisation of these events which of the following would you find useful?

  13%
  8%
  11%
  68%

20 Other suggestions

SECTION 5: Suggested priority improvement areas

21 Overall, how would you describe your experience of our practice?

  36%
  43%
  15%
  1%
  0%
  0%
  5%

Frequently our doctors see patients who when asked "how are you" they are met with "I am sorry to bother you, I'm not sure if I need to see you, but.."

22 How many of your appointments with a doctor could be managed by someone other than a doctor? For example: a nurse, pharmacist, paramedic practitioner, self-help advice.

  46%
  33%
  7%
  4%
  0%
  0%
  10%

SECTION 6: About opening times

23 The practice is currently open Monday to Friday between 8.00am and 6.30pm, in addition our Hurstpierpoint location operates evening surgery between 6.30-9.30pm on Monday evenings. Do you think given the current NHS finances, that additional extended hours for GP access are required?

  31%
  39%
  23%
  7%

SECTION 7: Information about you

How many times in the last 12 months have you attended the practice?

  19%
  42%
  20%
  8%
  7%
  4%

Are you male or female?

  38%
  60%
  2%

What age are you?

  0%
  4%
  7%
  9%
  15%
  13%
  19%
  18%
  8%
  7%

What is the ethnic background with which you most identify?

  93%
  1%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  0%
  2%
  4%

Do you consider yourself to have a disability?

  17%
  74%
  9%

Which of the following best describes you?

  41%
  0%
  2%
  2%
  3%
  44%
  1%
  7%

Finally, please add any other comments you would like to make about our practice:


Many thanks again for your time in answering the questions on this survey.